Field Service: The Ultimate Customer Touch

Companies have spent a
lot of time and effort trying to drive the costs out of delivering post-sales
field service. They pushed as much support as possible to remote methods, including to the call
center. And for the repairs that absolutely, positively had to be done in the
field, they scaled back the number of spare parts that field technicians used
to hoard on their trucks, optimized routes to be more efficient, and tightly
managed work orders and schedules. These are all great advances, driven
primarily by field service management software solutions. But something funny
happened along the way - companies started to realize that the field service
technician wasn't just a liability to be managed and optimized, but a potential
ambassador for customer relationships.